1 February 2009

LOS ANGELES — Fonality®, a leading provider of open source unified communication systems for businesses, today announced a major upgrade to its unified communications platform, HUD. HUD ties presence management and detection into a single interface used by employees for all types of office communications including SMS, chat, landline calling, mobile calling, voicemail, email, conferencing, recording and barging. HUD provides an intuitive graphical interface to the real-time status of Fonality's IP PBX phone systems. A paid upgrade called HUD Queues provides call center managers real-time information on agents, holding callers, abandoned vs. completed call stats, and drag-and-drop queue call routing.

HUD Queues can be used by phone-based sales and support teams to manage call center queues. A visual queue provides a virtual wall board at the desktop to show agents and managers all calls in queue. A real-time queue control system allows managers to drag and drop calls onto agents and broadcast instant messages to some or all agents simultaneously. Managers can set up alerts to be notified when calls have been holding too long or a call has been abandoned. Real-time queue statistics can also be broadcast, allowing for up-to-the second views of call centers vitals such as completion rate, abandonment rate, holding volume, and even ASA (average speed of answer). HUD also supports integration with premise-based and hosted CRM systems without having to write custom code.

HUD 3.0 is built on the market proven HUD platform with over 100,000 paid users to date. It delivers a unified communications dashboard that shows who is available, both on-site, remotely, and between linked-sites, eliminating wasted time created by busy signals, voice mails and phone tag. It's easy to drag and drop calls to desk or mobile phones, and sessions that start on chat can be instantly converted to voice calls. Photo caller ID puts a face with a number, bringing the system to life, making it easy for employees to connect quickly and efficiently.

GoogleTalk integration opens up the HUD chat feature for instant communications beyond the network of HUD users. GoogleTalk IM can be downloaded to any desktop, BlackBerry or iPhone, allowing users to interchange email and chat contacts, and see who's online and available for calls and messaging. HUD also has an option to import all existing Google contacts automatically. Google integration enables users of HUD to communicate and stay connected with GoogleTalk's five million users. HUD 3.0 also adds the ability to chat with Jabber (XMPP) based chat clients such as iChat, Pidgin, and Trillian.

HUD 3.0 also introduces visual conferencing which makes it easy to initiate and manage conference calls. Easily drag and drop calls into conferences, create permissions for recording, muting and removing people from calls, see the names and faces of conference participants, and interact via instant message. Visual voice mail, another new feature, sends alerts to HUD when voice mail arrives allowing employees to search, sort, play, and save messages from the PC or Mac desktop. Visual voice mail makes it easy to send email, text messages, initiate chats and return calls from any voice mail.

Fonality

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